Website Terms & Conditions

If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms & conditions of use which, together with our privacy and cookie policy and our terms & conditions of sale, govern Igennus Limited's relationship with you in relation to this website, whether you are a guest, a registered user, or just accessing or browsing the website. If you disagree with any part of these terms & conditions, please do not use our website.

The website is operated by Igennus Limited, a company registered in England and Wales under company number 04934116, whose registered office is at St John's Innovation Centre, Cambridge, CB4 0WS, United Kingdom. Its VAT registration number is 831548332. Igennus Limited trades as Igennus Healthcare Nutrition. In these terms, 'Igennus Healthcare Nutrition', 'Igennus', 'us' and 'we' refer to Igennus Limited, and 'you' refers to the user or viewer of our website. Sales to customers in the European Union may be processed through our wholly owned Irish subsidiary, Igennus Healthcare Nutrition Limited.

WEBSITE USE

1. Igennus Healthcare Nutrition

The content of the pages of this website is copyright to Igennus Limited or our content and technology providers. All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.

You are welcome to view, print and download the contents of the website for personal use, but not for any commercial purposes or re-publication.

2. Contacting us

Our contact office address is: Igennus Limited, trading as Igennus Healthcare Nutrition, St John's Innovation Centre, Cowley Road, Cambridge, CB4 0WS.

You can also contact us by telephone on +44 (0)1223 421434, by email: support@igennus.com , or by using our live chat function on our website.

3. Changes to the website

We update the website regularly and you should note that we may change, withdraw or correct any website content or our services at any time. While we endeavour to keep the website up to date, please be aware that on very limited occasions, content may be out of date.

4. Website information

We have tried to ensure that all information on this website is accurate, using sources that we believe to be reliable. However, please be aware that the content of this website is not intended to amount to advice upon which you should rely on its own, and any reliance you place on such content is at your own risk. You should seek specialist advice before taking, or refraining from taking, any action based on the content available on or via the site.

5. Limit of liability

Neither we nor any third parties make any representation or give warranty or guarantee of any kind as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose.

You acknowledge that such information and materials may contain inaccuracies or errors and you are responsible for ensuring that any information or goods available on our website meet your specific requirements. We expressly exclude liability for any loss (direct, indirect or consequential) which may arise from reliance on information contained in this website or in respect of any such inaccuracy, error or omission, except in relation to death or personal injury caused by our negligence.

6. Information about you

We process information about you as described in our Privacy and Cookie Policy. Where consent is required, we will ask for it separately. You warrant that all data provided by you is accurate.

7. Supplement guidance consultations

We offer free, 15-minute product and supplement guidance consultations for adults. These consultations provide general guidance about Igennus products and supplements and are not intended to diagnose or treat a medical condition or to provide advice on complex health concerns. Consultations are subject to our Terms for Supplement Guidance Consultations.

Please read the terms & conditions carefully before making any orders with us and contact us or a legal advisor if you have any questions. By placing an order with us, you confirm that you have read, understood and agree to the terms & conditions and that you agree to be bound by them. If you do not agree to be bound by all of the terms & conditions, please do not proceed and please do not place orders with us.

1. Description of products

The description and specification of products on this website is correct at the time of publishing and we reserve the right to make changes which do not materially affect the quality or performance of those products at any time. We may correct any error appearing on the website or withdraw any product from sale without incurring liability. Price and availability is also subject to change without notice.

2. Ordering products

You may order products from the website through the checkout procedure or by telephone, following the steps we provide. After you submit your order on the website we will send you an email acknowledging that we have received it and confirming the details of the order. Please note that this does not mean that we have accepted your order.

We will confirm acceptance of your order either over the phone at the time of your order or by email to the address you have given stating that the products have been despatched. The sending of this e-mail (whether or not it is received) together with the terms & conditions forms the legally binding contract for the sale and purchase of the products.

3. The price and payment

The price payable will be the price quoted on this website at the time we accept your order. The product price will include value-added tax (VAT) where applicable, but not the cost of delivery. In addition to the product price, you will have to pay our delivery charges as quoted on this website at the time we accept your order - unless your order qualifies for free delivery. The amount of these charges varies according to the method of delivery and the delivery address you specify in your order.

Payment may be made using any method displayed at checkout or, for telephone orders, an accepted payment card. Available payment methods may change from time to time. By providing payment details, you confirm that you are authorised to use the selected payment method. All payments are subject to authorisation by the relevant payment provider or card issuer.

For telephone orders, payment card details are entered directly into our approved payment system. Please do not send payment card details by email, live chat or other messaging services.

Payments are processed by our payment providers in accordance with their own terms and privacy notices and applicable payment-security requirements. Our Privacy and Cookie Policy explains how payment-related personal information is processed.

Refunds will generally be made by means of a credit to your original payment method.

Although every care is taken to ensure the quality of content on this site, occasional errors may occur and items may be priced incorrectly. If we discover an error in the price of the products, we will either contact you to ask if you wish to continue with your purchase at the correct price, or cancel the order and notify you at our discretion. We are under no obligation to supply goods at the incorrect price.

4. Delivery charges & information

Our current delivery options, charges, estimated delivery times, international delivery information and arrangements for lost, damaged or undeliverable parcels are set out in our Delivery and Returns Policy. The version made available to you when you place your order forms part of your contract with us. The delivery charge and estimated delivery period applicable to your order will also be shown at checkout.

We aim to deliver within the estimated period shown at checkout. Unless we agree otherwise with you, we will deliver the products without undue delay and no later than 30 days after the contract is made. If delivery is delayed, we will contact you where reasonably possible and your legal rights will continue to apply.

You are responsible for providing a complete and accurate delivery address. If you notice an error, please contact us at support@igennus.com as soon as possible. We will make reasonable efforts to amend the address before dispatch, but cannot guarantee a change after the order has been transferred to our fulfilment partner. We may charge reasonable additional delivery or return costs caused by an incorrect address, refusal or failure to collect, where permitted by law.

For international orders, you are responsible for checking whether the products may lawfully be imported into the destination country. Import duties, taxes and customs charges are payable by you where they are not included in the price or collected at checkout. Further information is provided in our Delivery and Returns Policy.

5. Returns & exchanges

The practical process for returning an item or reporting a lost, damaged, faulty or incorrectly supplied product is set out in our Delivery and Returns Policy. Please contact us promptly at support@igennus.com. Nothing in that policy or these terms limits your statutory rights in relation to goods that are faulty, not as described, damaged on delivery or incorrectly supplied.

Not satisfied with your order?

If one of our products wasn't suitable for you, we’d welcome the opportunity to discuss this with you. Please contact our team at customercare@igennus.com, and we’ll review your case individually to find the most suitable outcome.

6. Cancelling orders

You have a legal right to cancel your Contract with us under the Consumer Contracts Regulations 2013 by notifying us in writing at any time up to 14 days after your products have been delivered (if you receive your order in instalments, this means 14 days after your receipt of the final instalment), subject to the exception below. The notification should state your order number. You do not have to give a reason for cancellation.

If you wish to exercise your right to cancel an order after it has been dispatched, we will refund the original purchase price and if you have paid for delivery, our standard delivery charge, provided that you have notified us in writing no more than 14 working days after you received the product/s and provided that you have taken reasonable care to return them undamaged and unused in the products’ original and undamaged packaging with any security strip intact. You must return them to us as soon as is reasonably practicable (and no later than 14 days after you let us know of the cancellation).

Unless the products are faulty or not as described or were incorrectly supplied, you will be responsible for the cost of returning the products to us.

You can no longer cancel your order once you have opened the product containers or used the products. Your statutory rights concerning the quality of those products are unaffected.

7. Promotions & special offers

Whilst we cannot guarantee the availability of promotions and special offers, we will endeavour to provide a range of discounts, discount codes, and offers to provide the highest quality supplements at the best possible value. Promotions and special offers will be labelled on our website and sometimes sent to you by email (if you’ve provided email permissions in accordance with our privacy policy) and must only be used in accordance with the terms of the specific promotion or offer. Price and availability are subject to change without notice. Promotions and special offers, including reward points, cannot be exchanged for cash.

8. Rewards programme

If you have a customer account with us, you will automatically become a member of our Rewards Programme. You will earn 10 reward points for every full £1.00 spent on purchases through our website. Each point is worth £0.01, so 10 points provide £0.10 towards a future purchase. This is equivalent to a reward value of 10% of your spend.

We may offer additional ways to earn points, such as submitting product reviews, referring friends or participating in promotional offers. The number of points available for these activities and any applicable conditions may vary.

Points will normally be added to your account automatically after a transaction. To view your points balance and available rewards, log in to your account and select the “Rewards” tab.

You can exchange points for discount coupons to redeem on one-time purchases and subscription orders. Customers can apply coupons directly at checkout for a one-time purchase or apply them to an active subscription through their subscription account. More than one reward coupon may be applied to the same order. Reward coupons may be redeemed online only.

The minimum number of points you can exchange is 500 points, which provides a £5 discount coupon. Above this minimum, you may exchange points in increments of 500 - for example, 1,000 points provides a £10 coupon and 1,500 points provides a £15 coupon. Any balance below 500 points will remain in your account until you have accumulated enough points for another £5 increment.

We may send you emails concerning points earned or redeemed and other important information about your Rewards account. These are account-related communications and are separate from marketing emails. Unsubscribing from marketing emails will not prevent you from earning points or receiving necessary Rewards account communications.

We may amend, suspend or withdraw the Rewards Programme, including the ways in which points are earned or redeemed, by giving reasonable notice where a change materially affects points already earned. Any changes will not affect your statutory rights.

9. Subscribe & Save programme

By registering for Subscribe & Save purchases at Igennus Healthcare Nutrition, you are accepting the following terms & conditions:

9.1. Subscribe & Save customer account required

You must have an end-user account, a valid email address, and a credit card and/or debit card to participate in our Subscribe & Save programme.

9.2. Subscribe & Save order placement

Select ’Subscribe & Save’ on the product’s detail page. Select the quantity and schedule delivery that works for you, from monthly to 3-monthly.

By placing a Subscribe & Save order, you authorise Igennus Healthcare Nutrition to automatically place and ship recurring orders for your selected subscription item/s. After placing your first order, you can amend the date for your future orders from the ‘Manage subscriptions’ section of your account.

9.3. Subscribe & Save final order amount

Your Subscribe & Save order's final total may vary due to shipping costs.

Your order total will include shipping cost. It will be applied based on the shipping method you selected on your initial Subscribe & Save order, e.g. if you select standard delivery on your original order, this shipping method will be used for all subsequent Subscribe & Save orders unless and until you change the shipping choice yourself.

Your actual shipping cost will be the current rate for your chosen shipping method. If you want to change your Subscribe & Save delivery address, you can go to your account section, log in and edit your shipping or billing details.

Shipping for orders valued above £50 is always free for UK mainland orders via tracked delivery.

Subscribe & Save orders are part of the Igennus Healthcare Nutrition Rewards programme and points will be earned based on Subscribe & Save spend (10 reward points per £1.00). Points can be exchanged for discount coupons that can be redeemed against one-time purchase products and subscription orders.

9.4. Subscribe & Save order minimum

The minimum term of 3 orders is required before you can cancel your recurring order.

9.5. Subscribe & Save order payment:

By placing a Subscribe & Save order, you authorise Igennus Healthcare Nutrition to charge the credit/debit card you provided for subsequent Subscribe & Save orders until you cancel your Subscribe & Save order. Unless modified by you, the credit card you used to set up the initial Subscribe & Save order will be charged for subsequent orders. Subsequent orders will not be charged until the day the order is placed and forwarded for processing.

Credit or debit cards are the only valid payment types accepted for Subscribe & Save orders. Coupons will not be accepted.

9.6. Failed transactions

If your credit card is declined at the time of initial or subsequent Subscribe & Save order placement, your order will not be placed or despatched; you will be notified by email that your Subscribe & Save payment has failed and you will need to update your credit card information. We will attempt to process payment 3 times using your chosen payment method, once per day, before your subscription is cancelled. Once your payment information is corrected, your Subscribe & Save order will be processed. To update your credit card information, you can go to your account section and update your credit card information.

9.7. Subscribe & Save order notification

You will receive an order confirmation email after each Subscribe & Save order is processed and shipped. You will receive a reminder of your next order 3 days prior to your next shipment. Any changes to your next order must be made at least 1 day before your shipment date.

9.8. Subscribe & Save back-ordered items

To prevent overselling, if we do not have products in stock, we will not charge you for unprocessed orders. We will retry your transaction when stock is restored. Any back-ordered Subscribe & Save order item(s) will be shipped as soon as they become available.

A back-ordered item will not affect the Subscribe & Save order schedule for the back-ordered item. Subsequent Subscribe & Save orders of that item will continue to be shipped according to the schedule you specified on setup of your account.

9.9. Cancellation of Subscribe & Save orders

A minimum term of 3 orders is required before cancellation.

You may cancel your Subscribe & Save subscription by going to ‘Manage subscriptions’ found in your account. You may modify or cancel your Subscribe & Save order up to 1 day prior to your next order.

Cancelling a Subscribe & Save order/item will stop all future shipments of that order.

Should you return to the Subscribe & Save programme after cancellation, you must create a new Subscribe & Save order.

9.10. Early cancellation of Subscribe & Save orders

By subscribing to this service, you agree to a minimum commitment of 3 orders.

You may request to cancel their subscription prior to fulfilling the minimum order requirement. Early cancellation will only be approved when the full value of the discounts previously applied is paid.

Failure to pay the required amount will result in the subscription remaining active until the minimum order requirement is met or payment is received.

By subscribing, you acknowledge and agree to these early subscription cancellation terms & conditions.

9.11. Changing your Subscribe & Save order

Modifying subsequent Subscribe & Save orders is easy. Simply log in to your account and select ‘Manage subscriptions’.

9.12. Acceptance of Subscribe & Save terms & conditions

By placing a Subscribe & Save order you are agreeing to be bound by these Subscribe & Save terms & conditions, as well as our general terms & conditions.

Please read the terms & conditions carefully before making any orders with us and contact us or a legal advisor if you have any questions. By placing an order with us, you confirm that you have read, understood and agree to the terms & conditions and that you agree to be bound by them. If you do not agree to be bound by all of the terms & conditions, please do not proceed and please do not place orders with us.

10. Limit of liability

We cannot accept liability for deterioration of products or damage to products we have supplied that is caused by your failure to follow the advice given in the product instructions, including a lack of care in terms of the use and storage of the products. It is your responsibility to adequately store the products and ensure they continue to be safe to use. We shall not be liable for any indirect or consequential loss or damage that arises from a product fault not caused by us.

For business customers, we will under no circumstances be liable for loss of profit, sales or revenue, anticipated savings, business opportunity, goodwill or reputation, or for any business interruption or indirect or consequential loss or damage.

11. General

Please note that the terms & conditions, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England will have non-exclusive jurisdiction over any claim arising from or related to a visit to the website. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland and if you are a resident of Scotland, you may also bring proceedings in Scotland. For businesses, we also retain the right to bring proceedings against you for breach of the terms & conditions in your country of residence or any other relevant country.

By interacting with the Igennus AI Nutrition Advisor (the “AI Bot”), you agree to be bound by these terms & conditions. If you disagree, you must immediately cease using the AI Bot.

1. Purpose of the AI Bot 

The AI Bot is provided by Igennus, a family-run dietary supplement company, to offer general information about our products, ingredients, nutrition, wellness topics, and related educational content. It is intended solely for informational and customer-service purposes.

The AI Bot is provided for general informational purposes only and is not a substitute for professional judgment, diagnosis, or treatment by a qualified healthcare professional.

2. The AI Bot is not a medical professional 

The AI Bot is artificial intelligence and is not a doctor, pharmacist, registered dietitian, or any other qualified healthcare professional. Nothing provided by the AI Bot constitutes medical advice, diagnosis, treatment, or a prescription.

Information from the AI Bot is general in nature and is not personalised to your individual health status, medical history, medications, or conditions.

Supplements can interact with medications, may be contraindicated in certain health conditions, and can have side effects. Always consult your physician or a qualified healthcare professional before starting, stopping, combining or changing any supplement, medication, or health practice, especially if you are pregnant, breastfeeding, have a medical condition, or are taking medication.

Emergencies: the AI Bot must not be used in medical emergencies or crisis situations. If you believe you may be experiencing a medical emergency, call the emergency services in your country or seek immediate medical attention.

Never delay seeking medical advice, disregard medical advice, or discontinue medical treatment because of something you have read in the AI Bot’s responses.

3. Eligibility & age restrictions 

The AI Bot is intended for use by individuals aged 18 and over. By using the AI Bot, you represent and warrant that you are at least 18 years old and have the legal capacity to agree to these terms. If you are under 18, you must not use the AI Bot.

4. Accuracy & potential for errors 

While we strive to provide accurate and up-to-date information, the AI chatbot may make mistakes or provide incomplete answers. Product details, prices, and availability may change without notice. Please refer to our official website or contact our team for confirmation.

Artificial intelligence systems can generate incorrect, incomplete, outdated, or misleading responses (“hallucinations”). Igennus does not guarantee the accuracy, completeness, reliability, or timeliness of any information provided by the AI Bot.

You rely on any information provided by the AI Bot entirely at your own risk.

The AI Bot and its content are provided on an “as is” and “as available” basis, without any warranties of any kind, whether express or implied.

5. Dietary supplement disclaimer (required by law) 

5.1. US customers 

The statements made by the AI Bot about dietary supplements have not been evaluated by the Food and Drug Administration. Our products and any information provided are not intended to diagnose, treat, cure, or prevent any disease.

5.2. UK & EU 

In the UK and EU, our products are regulated as food supplements, not medicines. They are not intended to replace a varied, balanced diet and healthy lifestyle, nor to substitute advice from a doctor or other qualified healthcare professional.

5.3. All countries 

The statements made by the AI Bot about dietary supplements have not been evaluated by a government body. Our products and any information provided are not intended to diagnose, treat, cure, or prevent any disease.

6. No guarantees of results 

Any statements about potential benefits, results, or outcomes are based on general scientific literature or customer testimonials and are not guarantees. Individual results vary widely and depend on numerous factors, including diet, exercise, genetics, and adherence.

7. User responsibilities

You agree to:

- use the AI Bot only for lawful purposes and in accordance with these terms

- not use the AI Bot to send or store any content that is unlawful, offensive, defamatory, harassing, hateful, discriminatory, or otherwise inappropriate

- not attempt to interfere with, damage, or disrupt the AI Bot or our systems (including by introducing viruses, malware, or harmful code)

- not attempt to reverse engineer, decompile, or otherwise extract source code or underlying models from the AI Bot

- not use automated tools (such as bots or scripts) to access the AI Bot in a way that imposes an unreasonable or disproportionate load on our systems

- not input personal health information (PHI) or sensitive medical data if you do not wish it to be processed

- not rely solely on the AI Bot for health-related decisions

- verify any important information with a qualified professional

8. Limitation of liability 

Nothing in these terms excludes or limits any liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

To the maximum extent permitted by law:

- the AI Bot is provided on an “as is” and “as available” basis, and we make no warranties or representations, whether express or implied, regarding its availability, accuracy, completeness, or fitness for a particular purpose

Igennus, its owners, employees, and affiliates shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages or any loss of profit, revenue, data, or goodwill, arising out of or in connection with your use of, or inability to use, the AI Bot; and:

- your use of or reliance on the AI Bot

- any errors, inaccuracies, or omissions in the AI Bot’s responses

- any health decisions you make based on information from the AI Bot

You are responsible for any decisions or actions you take based on information obtained from the AI Bot, and you use the AI Bot at your own risk.

9. User content & licence 

“User content” means any text, questions, or other information you submit to the AI Bot. You remain the owner of your user content.

By submitting user content, you grant Igennus a worldwide, non-exclusive, royalty-free licence to use, reproduce, store, display, and create derivative works from your user content to:

- provide and operate the AI Bot

- maintain, secure, and improve our products and services

- develop new features, tools, and services

in each case, in accordance with our privacy policy.

You confirm that you have all necessary rights to submit the user content and to grant this licence, and that your user content does not infringe the rights of any third party or violate applicable law.

10. Indemnification 

You agree to indemnify, defend, and hold harmless Igennus and its officers, directors, and employees from any claims, losses, liabilities, damages, costs, or expenses (including reasonable legal fees) arising from your use of the AI Bot or your violation of these terms.

11. Data usage & privacy

We process personal information submitted to the AI Bot as descried in our Privacy and Cookie Policy. Conversations may be logged and analysed to operate, secure and improve the service. Our service providers may process this information on our behalf, including outside the UK or EEA using the safeguards described in that policy. Our AI provider does not use your conversations to train models outside the Igennus account. 

Do not share sensitive personal information, financial details, or full health records with the chatbot. For privacy and security, contact our support team directly for sensitive matters.

12. Intellectual property 

All content provided by the AI Bot, including text, images, suggestions, and formulations, remains the intellectual property of Igennus or its licensors. You may not reproduce, distribute, or create derivative works without prior written permission.

13. Service availability & termination of access

We aim to keep the AI Bot available, but we do not guarantee uninterrupted or error-free service. We may suspend, withdraw, or restrict the availability of all or any part of the AI Bot for business or operational reasons, including maintenance, security, or updates.

We reserve the right to suspend or terminate your access to the AI Bot at any time, without notice, for any reason (including abusive usage or violation of these terms).

14. Changes to these terms

We may update these terms at any time. Continued use of the AI Bot after changes constitutes acceptance of the new terms. The current version will always be posted on our website.

15. Governing law & jurisdiction

These terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.

You and Igennus agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms.

Nothing in these terms affects your statutory rights as a consumer under applicable law.

16. Relationship to other terms & policies

These Terms apply specifically to your use of the Igennus AI Nutrition Advisor and are subject to our general website terms & conditions and our privacy policy. If there is a conflict between these terms and our general website terms regarding the AI Bot, these terms will govern your use of the AI Bot only.

https://igennus.com/pages/website-terms-conditions

https://igennus.com/pages/privacy

17. General

If any provision of these terms is held to be invalid or unenforceable, that provision will be enforced to the maximum extent permissible, and the remaining provisions will remain in full force and effect.

Our failure to enforce any right or provision of these Terms will not be deemed a waiver of such right or provision.

These terms, together with our website terms & conditions and privacy policy, constitute the entire agreement between you and Igennus in relation to your use of the AI Bot.

18. Contact

For questions about these terms or the AI Bot, please contact us at: support@igennus.com or +44 (0) 1223 421434.

By continuing to use the AI Bot, you acknowledge that you have read, understood, and agree to these terms & conditions. If you disagree, you must immediately cease using the AI Bot.